More than just a trendy catch phrase, research from a wide range of respected sources shows that the customer experience is the key factor that can best help banks build trust, capture and retain customers.

Customer loyalty is a dying breed in retail banking today as banks consistently miss the mark on what really matters when attracting and retaining customers, according to a new Banking Customer Experience survey from TimeTrade.

A fantastic article by Executive Director Curtis Bingham fosters new ideas around customer-centric management in the pursuit of better business results. Curtis provides a provocative perspective on customer loyalty and engagement.

A recent article from US Money “Why You hate Your Bank,” captured the results last week from a report from Capgemini revealing that more than half of banking customers say they are likely to switch banks over the next six months.